HARISH PULAKALA
Navi Mumbai
Summary
IT professional with over 10 years of experience in Service Management, specializing in Major Incident, Problem, and Change management. ITIL v4 Foundation certified, with a proven ability to enhance business continuity and optimize IT infrastructure. Expertise in managing critical incidents under pressure, rapidly identifying issues, and implementing effective response strategies to minimize downtime. Strong leadership and decision-making skills, focused on navigating complex challenges and ensuring operational excellence.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Critical Incident Manager
Lenovo India Pvt Ltd
03.2025 - Current
- Direct Incident and Problem Management operations for the Reliance Retail India Ltd account, managing a team of Critical Incident Management analysts.
- Provide end-to-end investigation and diagnosis of all incidents, tracking them through the entire incident lifecycle.
- Track permanent and preventive measures via Action Trackers to successfully achieve zero repeated incidents.
- Maintain the Known Error Database (KEDB) to facilitate quick resolutions for repetitive issues.
- Perform weekly and monthly trend analysis to identify major downtime-contributing Configuration Items.
- Design ITIL-compliant service documents to define severity, assess impact, and highlight mitigation strategies.
- Handled emergency situations efficiently, ensuring quick response to threats such as terrorism.
- Present performance metrics, including recurring issues, RCAs, and SLAs, directly to senior client leadership.
Major Incident Coordinator
NEC Software Solutions
12.2021 - 03.2025
- Delivered critical service management support to the UK government, ensuring business continuity via Major Incident Bridge Calls.
- Managed management escalation process during high-stakes conference bridge calls, maintaining customer SLAs and facilitating resolution.
- Coordinated checkpoint communications for critical and major incidents through regular email updates, ensuring stakeholders were informed and engaged.
- Created detailed Post Incident Reports (PIR) and Major Incident Reports (MIR) to pinpoint underlying reasons and areas for enhancement.
- Collaborated on 1-month onsite assignment in UK to streamline major incident process, enhancing response effectiveness and stakeholder satisfaction.
- Implemented cost-saving methods during the onsite project that reduced expenses by 20% and accelerated completion by one week, resulting in an official letter of gratitude from the customer.
Sr. TIM Engineer
Tech Mahindra Ltd
01.2019 - 11.2021
- Led IT technical support team, managing helpdesk tickets to achieve timely resolutions within stringent SLAs.
- Contributed to disaster recovery planning, enhancing data protection and ensuring business continuity during critical situations.
- Compiled executive reports on IT performance and infrastructure improvements to support leadership decision-making.
- Spearheaded the technical setup of a new Tech Mahindra office in Airoli, successfully managing servers, firewalls, LAN, and network configurations.
Incident Management Analyst
Wipro Ltd
07.2015 - 12.2018
- Managed critical, major, and minor incidents through collaboration with offshore/onshore technical teams and Service Managers, ensuring timely resolution.
- Utilized SolarWinds for proactive monitoring and incident detection, facilitating immediate outage response.
- Led conference calls to coordinate speedy service restoration, issue resolution, and crisis communication.
- Provided server application support for key telecom companies in India, ensuring continuous service availability and minimizing downtime.
Education
B.Sc. IT -
Mumbai University
01-2014
Skills
Major Incident Management
Problem Management
Change Management
Project Management & Execution
Technical Support Leadership
Incident Response Coordination
Root Cause Analysis
Disaster Recovery Planning
Documentation and Reporting
Stakeholder Communication
IT Infrastructure Management
Network and System Configuration
Quality Assurance and Compliance
Application Support and Troubleshooting
Training and Development
Software and Hardware Asset Management
ITIL Framework Implementation
Configuration Management
Certification
- ITILv4 Foundation Certified
- ITILv3 Foundation Certified
- CCNA Certified – Jetking Institute
- Linux Administrator Certified – Jetking Institute
Timeline
Critical Incident Manager
Lenovo India Pvt Ltd
03.2025 - Current
Major Incident Coordinator
NEC Software Solutions
12.2021 - 03.2025
Sr. TIM Engineer
Tech Mahindra Ltd
01.2019 - 11.2021
Incident Management Analyst
Wipro Ltd
07.2015 - 12.2018
B.Sc. IT -
Mumbai University